01
Custom QA scorecards
Your evaluation framework stays the source of truth. QaTracker applies the same company-defined categories across eligible calls so quality judgment does not depend on which reviewer happened to listen.
Product
Turn every eligible call into a reviewable QA record
Most contact centers still judge quality from a thin slice of conversations. QaTracker evaluates eligible recorded calls against your scorecards, then puts scores, findings, and evidence in front of the people who still make the final call.
Call review
A score is useful only when you can defend it
Managers should not have to reconstruct why a call scored the way it did. Category scores and evidence-linked findings sit together so a reviewer can confirm, adjust, coach, or escalate from the same record.
Call review
CALL-4892 · Nino T. · Retail Banking · Tbilisi
MediumPending review
Overall score
87
/ 100
- Started
- 2026-07-16 · 09:14
- Duration
- 14m 23s
- Language
- Georgian
- Outcome
- Resolved
Greeting and identity96
Process adherence88
Required disclosures74
Resolution quality91
Conduct and tone93
Evidence-linked findings
Required fee-change disclosure
08:41Fee timing was mentioned, but the required reference to where the customer can review full terms was not detected.
Agent: "The updated schedule applies from next month. I can send the details by SMS if that helps."
MediumPending reviewIdentity verification before account detail
01:12Criterion met. Shown as supporting evidence for the overall score.
Agent confirmed full name and date of birth before discussing card settings.
LowConfirmed
Fictional demo data for illustration
Operating workflow
From recorded conversations to accountable decisions
The path is deliberate: ingest what your center already records, evaluate it with your criteria, surface exceptions, then keep humans in charge of the outcome.
01
Connect call sources
Bring in eligible recorded inbound and outbound conversations from the environment your agents already use. Coverage starts with what your center can lawfully and operationally evaluate.
02
Transcribe and structure
Conversations become searchable records, not disposable audio. Structure is what lets QA, compliance, and operations inspect the same moment later.
03
Apply scorecards and policies
Evaluation follows your quality, process, and compliance criteria. Consistency comes from shared standards, not from asking reviewers to remember the same rubric every shift.
04
Surface evidence and exceptions
Findings, risk signals, and trends rise to the top so managers know where attention is deserved. The system prioritizes review; it does not close the case for you.
05
Review, coach, export, or escalate
Humans confirm or adjust AI-assisted scores, coach with evidence, and leave an auditable trail. Accountability stays with the people who own quality in your organization.
Queues and context
See the queue and the team picture in one place
Sampling hides the week. This view shows how much volume was evaluated, which conversations still need a person, and what coaching work has already started, so supervisors allocate attention with intent.
Team context
Retail Banking · Tbilisi
A weekly operating snapshot for one team: how much volume was evaluated, where scores sit, and how many conversations still need a person.
Week of 13 Jul 2026
Eligible calls evaluated
1,284
Coverage beyond a small sample
Avg. QA score
84
Against this team's scorecard
High-risk for review
47
Queued for human attention
Coach actions opened
19
Evidence already attached
Review queue
Calls waiting for human judgment
High-risk and incomplete evaluations rise first, so supervisors spend time on conversations that need confirmation, coaching, or escalation, not on random samples.
| Call | Agent | Score | Risk | Review state | Started |
|---|---|---|---|---|---|
CALL-4892 14m 23s | Nino T. Retail Banking · Tbilisi | 87 | Medium | Pending review | 2026-07-16 · 09:14 |
CALL-4891 21m 08s | Mariam K. Claims Support · Batumi | 72 | High | Pending review | 2026-07-16 · 09:02 |
CALL-4890 06m 51s | David G. Clinic Scheduling · Central | 94 | Low | Confirmed | 2026-07-16 · 08:47 |
CALL-4889 11m 40s | Ana L. Retail Banking · Kutaisi | 61 | High | Escalated | 2026-07-15 · 17:22 |
CALL-4888 09m 17s | Giorgi M. Insurance Service · Tbilisi | 81 | Medium | Adjusted | 2026-07-15 · 16:05 |
Fictional demo data for illustration
Capabilities
What the platform is built to change in daily QA work
Each capability below answers a specific failure mode of manual sampling: uneven coverage, weak evidence, delayed coaching, or criteria that drift between reviewers.
02
Compliance and script checks
Potential disclosure, script, process, and conduct issues surface early enough for reviewers to act. The goal is earlier visibility into risk, not a claim that legal judgment can be automated away.
03
Evidence-linked call review
Every finding should show its work: the criterion, the conversation excerpt, why it was flagged, and what a reviewer can do next. That makes scores discussable instead of mysterious.
04
Agent and team trends
When coverage expands, patterns become visible across agents, teams, and periods. Leaders can coach from recurring weaknesses instead of waiting for the next sampling cycle to stumble onto them.
05
Risk prioritization
Not every conversation needs the same urgency. QaTracker ranks calls for human review using score outcomes and flagged criteria so limited supervisor time lands where it matters most.
06
Coaching workflows
Coaching sticks when both sides can hear the same moment. Supervisors get concrete examples tied to criteria, which shortens the gap between a weak call and a useful feedback conversation.
07
Searchable conversation records
Structured records support audit questions, escalations, and internal review without reconstructing history from scattered notes or incomplete sample sheets.
08
Regional-language analysis
Built for contact centers that operate in Georgian and English today, with planned expansion into additional regional languages where the same QA operating model applies.